Adding instructions to agents

The behavior of the AI agent defines how it responds to user requests and situations. You can configure rules that dictate when and how the agent should take action. These rules help the agent behave in a predictable and consistent manner, delivering a seamless user experience.

How to add instructions to your agent

To add an instruction to your agent, complete the following steps:

In the Behavior section, type the instructions for what your agent should do in the Instructions field.

These instructions ensure that the agent follows specific guidelines for handling all user requests. For more information, see Guidelines for agent instructions.

Guidelines for agent instructions

Instructions define how the agent must behave in response to user requests. By adding instructions, you can ensure that the agent performs tasks efficiently, meets business goals, and provides consistent responses that align with your business expectations.

How instructions guide agent behavior

Instructions direct the agent’s actions based on predefined rules. The agent applies these rules when interacting with users, helping it determine the appropriate response for each request. The agent then follows these rules and delivers relevant, accurate responses in different situations.

When to use instructions

Instructions should address specific scenarios that the agent handles. While some instructions apply broadly, others should be designed for specific tasks or requests. The agent can respond appropriately to different contexts, whether answering simple queries or handling complex interactions.

Writing effective instructions

Writing effective instructions ensures that your agent responds consistently and accurately to user requests. Clear, actionable instructions guide the agent's actions, ensuring quality interactions and alignment with your goals. Properly written instructions help avoid confusion and enhance agent performance. The following section provides guidance on creating effective instructions.

Guidelines

To ensure that the agent performs efficiently and accurately, follow these guidelines when you write instructions:

  • Be clear and concise: Write instructions that the agent can easily interpret and follow.

  • Be task-specific: Tailor instructions to common actions that the agent must perform.

  • Minimize complexity: Include only the essential information for the agent to perform its tasks.

  • Tone and style: Ensure the agent’s responses reflect the intended tone and style.

  • Safety guidelines: Include instructions that promote safe interactions.

  • Behavioral directives: Specify expected behaviors for the agent.

  • Capabilities: Clearly define the agent’s capabilities and limitations.

  • Formatting: Use consistent formatting for clarity and readability.

What to include

Include instructions that guide the agent in handling frequent queries, automating routine tasks, and escalating issues when necessary. Ensure that the instructions are specific and actionable. For example:

  • Do: “Provide details when asked about product availability.”

  • Do: “Escalate unresolved issues to a human agent.”

  • Do: “Ask for clarification if the user’s request is unclear.”

Avoid vague or generalized instructions. Be specific to ensure clarity in the agent's behavior.

What to avoid

Avoid instructions that are too broad or irrelevant to specific tasks. Ensure that instructions are precise and aligned with the agent’s responsibilities. For example:

  • Don’t: “Be friendly” (unless tied to a specific task, such as “Use a friendly tone when greeting the user”).

  • Don’t: “Always try your best” (which is too vague to guide the agent effectively).

  • Don’t: Include redundant instructions that contradict each other, as it can lead to unpredictable behavior.